We are Enterprise with Multi-Brand support, and we've worked with our Success Manager to get the highest wait and queue numbers Zendesk will allow. What we really need is for our call queue wait time and queue number limit be based on brand rather than account.
Three of our brands have the same peak season, so the queue gets super overwhelmed. The 60-min wait time and max call queue limit significantly holds us back from being able to assist our customers who are aware we have higher wait times and are willing to wait during our peak season to get what they need. Since our brand volumes can vary even in peak, it creates a scenario where Brand A could be taking up so much of the queue that Brands B and C customers can't even enter the queue.
Separately, our fourth major brand has different cycles of volume spikes, so it could be an off season for Brands A, B and C, but Brand D will suddenly spike significantly, and once again create an extremely poor experience for customers trying to get support on A, B and C.
We should have the freedom to determine the best way to serve our customers, and triage our support teams to the right call queues to bring those down effectively while still serving our other brands not experiencing high volumes.
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